Transfer Notes are also posted as an Internal Note on the Help Desk Request

When agents perform the action to Transfer Help Desk Request, they have the ability to enter notes for the reason for the transfer. This note is now stored within an Internal Note in the Messages, as shown below.

Transfer Internal Note

This allows agents to easily see why the request was transferred, and it is also possible to see a history of the transfers by looking at the internal notes.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

This note is only added when the "Transfer Help Desk Request" action is taken. If a request is reassigned directly, no note is recorded.

Key Resources

A demo of this feature will be found on Help Desk - Oracle Video Hub.

Access Requirements

Any user who is able to view internal notes will be able to see the transfer note.